prepaid debit card company is holding my funds

I have a prepaid debit card and recently did a return of mechandise that i purchased. The money went onto my prepaid debit card and i was able to use the card for 1 day, when i went to check my balance online i was told that my account had been placed on hold. I called the company and asked why my account is on hold, i was told because i had 2 refunds posted onto my account the total amount was 3000.00, The woman in risk managment told me that i needed to fax in a copy of my reciepts showing that i purchased the items and a copy of the return reciept. so i did and i also faxed in a copy of my drivers license and a picture of my debit card. When i called back to see if they had recieved the fax i was told yes they did but they were still not going to release my money. I called the woman i had spoken with in the risk managment department and she told me that i sent in everything they needed and it shows that the money belongs to me. The company still wont give me access to my money.